Administrative Skills, Auditing, Check Processing, Computer Systems, Food and Beverage Industry, HVAC, Negotiation Skills, Problem Solving Skills, Research Skills, Special Needs, Telephone Skills
- Responsible for examining and verifying charges and posting of Front Office Agents, preparing daily transaction summary as well as clearing OnQ PM System and setting for start of day
- Post and balance banquet checks and parking charges
- Settle F&B House account allowances
- Run Room and tax
- Examine and verify food and beverage posted charges and postings, balance all charges to register tapes, and review food and beverage summary (Outlet posting summary report)
- Press T.A. button
- Oversees the preparation of daily summary repots for distribution to various hotel departments on the day’s business activities
- Press N.A. run report
- Serves as Manager On Duty to address and resolve guest and team member’s issues and questions
- Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate
- Makes appropriate selection of room number based on guest needs
- Codes electronic keys
- Non-verbally confirms the room number and rate
- Ensures guest knows location of room, and arranges for team member to accompany guest to room
- Provides welcome packet containing room keys, vouchers, letters, gifts etc. to guest
- Ensures rooms and services are correctly accounted for within guest statement
- Properly accounts for services provided by the hotel
- Assists guests with check out payments or charges
- Greet guests immediately with a friendly and sincere welcome
- Uses a positive and clear speaking voice, listens to understands request, responds with appropriate action and provide accurate information such as outlet hours, special VIP programs, events, etc.
- Receives special requests from guests, and responds appropriately or forwards requests to appropriate team members for decision and action
- Promptly answers the telephone and inputs messages into the computer and advises other team members of special needs
- Retrieve messages in computer and communicate the content to guests
- Retrieves mail, packages and facsimiles or other special items for customers as requested
- Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiate results
- Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
- Remains calm alert especially during emergency situations and heavy hotel activity
- Plans and implements detailed steps by using experienced judgment and discretion
- Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts
- Any and all additional duties assigned by Director of Front Office or Assistant Director of Front Office.
Experience:
One year experience as Front Desk Supervisor in a similar size hotel is required.
Flexible schedule.